FAQs

Q. WHAT TO ASK A TRANSPORT OPERATOR.

  • How much passenger liability Insurance cover does the company have? 
  • Do all vehicles have the relevant Department of Transport permits?
  • Do all drivers have valid PDP's?
  • What is the vehicle safety policy?
  • What is the average age of the fleet?
  • What type of vehicles are used?
  • How long has the company been in business?

 

FREQUENTLY ASKED -

OUR TERMS AND CONDITIONS ARE QUITE CONCISE

     

 1.  MY FLIGHT TIME HAS CHANGED - WHAT DO WE DO?

This is why when you book for an airport collection, we ask for your flight details.  We have a team who check flight times and keep up to date of any known time changes it. It is however, always advisable to contact our office on 0861 734 732.

2.  DO YOU CHARGE WAITING TIME AT AIRPORTS?

We track flight times to all major airports to help ensure there is as little waiting time as possible. We always allow 30 minutes waiting time from when your flight lands. For account customers the first 30 minutes of waiting is complimentary. Any waiting time over the initial 30 minutes will be charged accordingly.

3.  DO YOU PROVIDE BABY SEATS?

Yes we do at an additional charge of R50.00. Alternatively you may bring your own.

4.  HOW DO WE RECOGNIZE OUR DRIVER AT THE AIRPORT?

Our drivers all have a company uniform (Orange Ties; White Shirts; In winter - Orange Pull Over jerseys; Black Pants; A Name Tag; and an Orange Framed collection sign which makes them easily identifiable at the airport.

Furthermore, you are furnished with the drivers name and contact details the day before the transfer takes place should your require it. 

Our Drivers wait from you in the arrival hall as you exit the Secured area - International Arrival Hall area could be overwhelming and should you have difficulty to locate the driver; go to the ACSA information desk and request assistance to phone us on our all hours number - 0861 SDIRECT (734732).

5.  DOES THE AIRPORT TRANSFER TAKE US DIRECTLY TO OUR ACCOMMODATION?

With private transport, the vehicle shall take you to, or pick up ay your designated address.  In case of Scheduled transfers our permits limits us to only pick up and drop off at designated points; so if the collection or drop off point is an airport; we are by law not allowed to take you to your accommodation.  You could book and extra Airport Transfer with us and we will then be able to take you safely to your destination.

6.  WHAT IS THE DIFFERENCE BETWEEN PRIVATE AND SHARED TRANSPORT?

We offer Private and Shared transfers and Scheduled Transfers.

  • Private Transfers:  This type of transfer is Private transfers with a driver.  This type of transfers is done on specific requirements by the Customer according to his/her/their individual time and route requirements.  The customer and his party will not travel with any other party.  As soon as you have met with your driver you will depart for your destination.  No waiting for other parties and no additional stops other than what was discussed during the quotation phase. 
  • Shared Transfers: The customer and parties will travel in a vehicle shared by pre-determined other individuals as per the Booking request.  It could mean that some of the individuals might have to wait for the pre-defined co-travelers and that more than one stop point could be part of the journey as pre-defined during the Booking Process.
  • Scheduled Transfers: These transportation services are provided to pre-booked customers on vehicles operating set routing and set departure times.  The customer and his party will travel in a vehicle shared with other customers.

7.  HOW LONG WILL THE DRIVER WAIT FOR US AT THE AIRPORT?

Scheduled Transfers:  We advise that you are at the collection point 15 minutes prior to the scheduled departure time as we will leave as scheduled and will not wait.  Any delays caused by your airplane being delayed we could only possibly accommodate you on the next available transfer.

DOMESTIC ARRIVALS: We allow our driver 40 minutes waiting time from when the aircraft has landed.

INTERNATIONAL ARRIVALS: We allow our driver 1 hour waiting time from when the aircraft has landed.  

Should you experience any delay longer than that due to either luggage control; lost luggage or Immigration concerns; please contact us as soon as possible to either get authorization from your booking agent / or from you to discuss waiting time as there is a Sur-charge for waiting time.  We have other clients that depend on us to deliver them also on time at the pre-determined times and destinations.

8.  WHAT SHOULD I DO IF MY AIRPLANE IS DELAYED or IF I MISSED A FLIGHT?

It remains the sole responsibility of the passenger to inform ShuttleDirect timeously of any delay.  Contact us on 0861 SDIRECT (734732) during office hours and +27 79 236 7011 (after hours) if you are delayed for any reason whatsoever.  Should you fail to inform us; we will charge you the full fare for dispatching our driver on the pre-determined time.

9. BOOKING TERMS AND CONDITIONS

Please refer to our TERMS and CONDITIONS for a clear explanation of how the booking works.  In short:

  • You do a Reservation / Booking and receive a Pre-liminary Booking Confirmation and SMS.
  • Once you have paid and sent us proof of payment; we will update the booking to Paid and you will recieve a confirmation email and sms communicating that your booking is secured and finalized.
  • Should we not receive your proof of payment / or for some reason have not updated your booking as paid you will receive a sms 48 hours prior to your transfer indicating that you need to pay to secure your booking.  It is your responsibilty to
    • either pay and secure your booking and send us proof of payment and phone us to ensure that we are aware that you have paid or
    • resend proof of paymnent if you have already paid and please phone us to inform us of the oversight.

10. HOW LONG IN ADVANCE DO I NEED TO BOOK?

The sooner the better to ensure availability.  24 hours prior to the required transfer are however most of the time enough time.  

11.  I CANNOT SEEM TO BOOK ON-LINE FOR A SHUTTLE TOMORROW?

The system only allows you to do only bookings 24 hours and more before the actual required collection time.  Should you require a booking; contact us telephonically for assistance on availablility and with the booking - 0861 734 732 / 079 236 7011.

12. USE OF AFTER HOURS ENQUIRIES AND SUPPORT

Please note that our office hours are from 8:00 - 17:00.  

We do however have someone on duty after hours and you will be able to be assisted.  

Please ensure that you use the after hours for

  • emergencies;
  • when you are at the airport and not able to spot your driver;
  • are waiting for a collection and the driver is not there yet;
  • urgent assistance that cannot wait till next morning;
  • communicate that proof of payment was emailed through relating to a transfer that needs to be confirmed as booked within the next 24 hours;
  • if you have an account with us and require a booking and you only sending it through after hours.

13. WHAT IS THE BAGGAGE POLICY FOR TRANSFERS?

Each passenger may carry one piece of baggage with a maximum weight of 20 kg (maximum combine size of 158cm) and hand luggage with a maximum weight of 5 kg (maximum dimensions of 45cm x 35 cm x 20cm).  Any excess baggage should be declared when you make a service booking.

The vehicle to transport you will be adequate for the number of people traveling and luggage contracted. 

In the event of additional vehicles / trailers being required to transport an excess of undeclared luggage; the passenger will be held responsible for covering any additional costs.

14. CAN I BRING MY PORTABLE DISABILITY SCOOTER ALONG?

Battery operated wheelchairs and scooters are considered as luggage and normal luggage allowance must be taken into account.  When booking your transportation; you will be offered optional extras on private transfers only.

15. CAN I BRING MY BABY'S PRAM?

Prams are considered as luggage and normal luggage allowance mist be taken into account.  When booking your transportation; you will be offered optional extras on private transfers only.

16.  IF IS WANT TO PAY BY CREDIT CARD; HOW DO I DO IT?

  • If you do you booking yourself on-line and you have finished your booking you can continue to the "pay now" option and follow the instructions or
  • If we do the booking for you and you want to go and pay - You can follow the "PAY" link on the top Website Bar and enter your Reference number that will be on your confirmation email - starting with either AT or CB or ST and follow the screen to the secure credit card payment screen.

17.  MY CREDIT CARD KEEPS GETTING REJECTED WHY?

There could be a number of possible reasons:  These include - 

  • You may have simply entered an invalid card number.  The most likely reasons for this are that you have mistyped the card number or missed some of the digits, or you have not entered the card number we need.  Please try again and check you typing carefully.
  • The Card type you have specified (e.g.. MasterCard; Visa; Amex) does not appear to match the card number supplied.  Please go back and check that the card type selected is correct. - Please note we do not accept Diners Cards.
  • Your card may be of the type that required the cardholder to be present, and therefor not suitable for telephone / Internet bookings.  Try any alternative card
  • Your bank may not allow internet bookings on your card, some banks block internet bookings automatically.  Please contact your card issuer.
  • Your bank has declined to authorize payment for this amount.  Please contact the issuing company of your card.
  • We do not accept debit cards or Diners Cards.
  • Credit Card Payments are processed live with the bank.  The Credit Card information that is requested to authorize your transaction is the following:
    • Name of the person that appears on the credit card;
    • Card number - all the numbers that appear on your card;
    • Expiry date; when your card expires and must be renewed.  Sometimes this is expressed as two digits (xx / xx) they correspond to month / year
    • Bank - the name of the bank issuing your card.  Sometimes with co-branded cards you can find the name by looking on the back side of the card, where the issuing bank will be mentioned.
    • CCV2 / CVC2; Sometimes it is also known as the CSC (Card Security Code).  This is the Credit Card verification code required for all transactions,  The CCV2 number can only be known by the person that is actually holding the card and is not stored anywhere.  On Visa and MasterCard cards this number is located on the back side of the card; near the band where you sign.  You should use the last three digits on the number you will find there.  The exception is for American Express Cards (Amex), where it is located on the front side of the card and it is a four digit number you will find on the top right hand side.
    • Bank Correspondence address:  This is the address where you receive your bank statements.  The address is also verified.
    • Sometimes your bank will send you a "secret code" to either your email address or your cellular phone that you have to enter in order to proceed.

If you still have problems; please contact the issuing bank of your card; as payment is not being authorized by your bank.  Advise the bank and date and time you tried to make your booking and they will be able to advise why the authorization is being rejected.

18.  I WANT TO CANCEL MY BOOKING; HOW DO I PROCEED?

You will have to contact the office as only we are able to cancel the booking.

Please take note of our cancelation policy as set out in our TERMS and CONDITIONS

 

 

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